Claiming points/miles after being walked

Old Dec 10, 13, 10:16 pm
  #1  
fwb
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Join Date: Aug 2012
Location: Hong Kong
Programs: CX Green, A3 *G, HHonors Diamond, SPG Plat, Marriott Plat
Posts: 74
Claiming points/miles after being walked

I booked 1 night at Hilton Frankfurt Airport, then another night at Garden Inn Frankfurt Airport on the next day.

I stayed at Hilton on the first night as planned. But when I checked in Garden Inn on the next day, they said they will assign me a room in Hilton next door. I did not aware of any problem at this point.

A few days after checking out I found that my booking of Garden Inn was changed to Hilton. There are some problem here:

1. My credit card was charged again by Hilton without my authorization. Although Garden Inn gave me refund later, it still incur a cost due to service charge/currency change which is around 5% of the room price.

2. Since I stayed at that Hilton the night before, the system cannot give me the 1000 points (my-way preference), the 500 miles, and 1 stay credit which I entitled by booking Garden Inn.

I think it's the hotel's responsibility for not providing me a room and ask me to stay in another hotel, and I don't think I should bare any cost due to hotel's responsibility.

I sent emails to HHonors and the hotel to request for the missing miles/points/stay credit. I only ask for what I should have but not for any compensation. However, HHonors only find different people to reply me the meaning of a "stay" and did not read my email. And the hotel don't even reply my emails.

Grateful if you could give me some advise on how to escalate this case.

Thank in advance.
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Old Dec 11, 13, 4:53 am
  #2  
 
Join Date: Aug 2010
Location: München, Germany
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Assuming that you paid €100 in each hotel and are registered for the current Q4 promotion, you would have earned 2,450 points as a gold for a one-night stay, and a total of 5,928 points for two nights.

In terms of points, you were therefore better off by 1,000 points or so.

That leaves the miles and the stay credit of course: not sure how you can escalate those. How close to gold/diamond are you likely to be on renewal, given that we are now at the end of the year?
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Old Dec 11, 13, 8:52 pm
  #3  
fwb
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Join Date: Aug 2012
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Originally Posted by Cymro View Post
Assuming that you paid €100 in each hotel and are registered for the current Q4 promotion, you would have earned 2,450 points as a gold for a one-night stay, and a total of 5,928 points for two nights.

In terms of points, you were therefore better off by 1,000 points or so.

That leaves the miles and the stay credit of course: not sure how you can escalate those. How close to gold/diamond are you likely to be on renewal, given that we are now at the end of the year?
If I can claim back the missing stay credit, I will have 20 stays, just be able to get my gold next year. Otherwise I will only have 19.

I haven't registered for the Q4 promotion before as I didn't plan to stay in a hotel for 2 days or longer.
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